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News, ideas and information for contact centres

The PMG Approach

We focus on building sustainable peak performance within the whole of contact centre organisations; their people, operations and technology.

We facilitate this through cultural transformation with individuals and teams, resulting in achievement of their goals and measurable performance improvements.

PMG Service Expertise

  • Accredited Training
  • Accredited Coaching
  • Skill & Performance Training
  • Skill & Performance Coaching
  • Career Management
  • Management Coaching & Mentoring
  • Contact Centre Set-ups
  • Operational, People & Technology Consulting

www.peoplematrixgroup.com

Feel welcome to pass this information on to those who you think will benefit.

People Matrix Group
Level 4, Suite 13,
150 Albert Rd
South Melbourne, Vic 3205
Tel +61 3 9500 2050
Fax +61 3 9500 2056

info@peoplematrixgroup.com

The PMG Connect - May 2006

Pathway to Peak Performance

People Matrix Group launches two sensational service solutions to the Contact Centre Industry:

‘Flight Path Alignment’ and ‘Performance Improvement Framework’
One of the greatest challenges for Leaders in companies today is creating an environment where people want to belong and perform. This requires leaders to facilitate change at different levels and working with capabilities alone is not the answer...

more

Sensis Classifieds Way

People Matrix Group were proud to sponsor the May CCMA lunch in Melbourne. Jason Moore, Group Manager – Sales Force and People Development, Sensis Classifieds, entertained us with a story from his favourite childhood TV show about The Marvellous Mechanical Mouse Mill, relating it to the machinations of performance management culture in many a call centre...

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Contact Centre Catastrophies

“Welcome to zzzz energy, how can I help you?”
     “I want to get the electricity reconnected at (address supplied)”
“When do you want it connected madam?”
     “I need it on by Monday as I have a contractor arriving to do some work then”
     “Oh, that will not be possible madam!”...

more

Pathway to Peak Performance

People Matrix Group launches two sensational service solutions to the Contact Centre Industry:

‘Flight Path Alignment’ and ‘Performance Improvement Framework’
One of the greatest challenges for Leaders in companies today is creating an environment where people want to belong and perform. This requires leaders to facilitate change at different levels, and working with capabilities alone is not the answer.
Leaders can no longer be effective by making decisions independently, then giving orders. Rather, to create an environment of responsibility and ownership, Leaders must attain the co-operation and willingness of individuals whose intentions and actions are strongly aligned to organisational goals and strategies.  
Extract taken from an article to  be published in the 2006 Telcall Sourcebook, written by Louise Loughran, Performance Consultant, People Matrix Group.

Flight Path Alignment:
A solution which accelerates and focuses people on what matters most. It involves collaborative workshopping with Leaders and Key Stakeholders to establish a cohesive strategy in alignment with organisational vision and goals to achieve measurable and sustainable performance and ROI.

To find out more about how this solution aligns and sets strategy for contact centre businesses, contact us on 03 9500 2050.

Performance Improvement Framework:
A highly sophisticated program incorporating specialised methodology, tools and expertise. It is designed to coach, train and mentor Leaders to drive sustainable performance improvements, resulting in significant ROI.

To find out more about how this solution accelerates contact centre performance, contact us on 03 9500 2050.

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Sensis Classifieds Way

CCMA lunch address by Jason Moore, Group Manager – Sales Force and People Development, Sensis Classifieds.

Jason Moore entertained us with a story from his favourite childhood TV show about The Marvellous Mechanical Mouse Mill, relating it to the machinations of performance management culture in many a call centre.

His challenge in implementing the cultural change required when Sensis took over The Trading Post business 18 months ago, was to move from the existing performance management culture to a performance improvement culture.

Jason equated the existing performance management culture to the workings of the Mouse Mill - step 1: wind up the machine (performance review); step 2; add butter beans and breadcrumbs  (critical and anecdotal feedback) step 3: do a little song and dance (training); and out comes the chocolate biscuit (the new improved Customer Service Representative).  At first glance it all looks functional, but deep down there is no real change, as the chocolate biscuit is not actually being manufactured – it is secretly recycled.  Jason reasoned that putting people through the mill of performance management encourages resistance to change and inhibits a sense of belonging.

At Sensis Jason has implemented a performance improvement framework, doing away with the mechanical mice and mill, and involving everyone in contributing ideas on how performance is measured, what is measured, and why.

Alignment of business needs with development needs has been a key to his success at Sensis.  He sees alignment as the primary driver at an organisational level.  At Sensis he worked to unbundle issues so teams and business units could align to seeing the link between development and business outputs.  In order to change output (results, revenue, customer satisfaction) they needed to change inputs (behaviours – what we do, beliefs – why we do it, and capabilities – how we do it).  They have also been challenged to measuring what matters (behaviours and skills) rather than what had historically been easy to measure. 

Instituting a system of accountability where Leaders and Managers role model the behaviours in which staff are trained and coached has been essential to the cultural shift achieved at Sensis. 

Jason also spoke about building the bridge as you go.  For an organisation which is ‘live on line’ and produces a weekly publication, it was essential that changes were made at a pace which allowed work to continue effectively.

It was a presentation jam packed with new information and brilliant ideas and People Matrix Group were proud to sponsor the event.

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Contact Centre Catastrophies

I recently had occasion to call a utility company to request the re-connection of electricity to a property.  It’s not the sort of call you make every day – indeed it’s been some years since I last had to do this, and I had forgotten the protocol.

My first call to the wholesaler resulted in the explanation that I needed to call a retailer and advice that I should choose one with whom I already had a relationship as this would make the reconnection easier.  So far so good – I had not got what I wanted yet, but had received straight forward information delivered in a friendly and helpful manner.  I felt confident that although it was getting close to 5pm on a Friday, I could achieve my goal by close of business.

The next call went like this:

“Welcome to zzzz energy, how can I help you?”
     “I want to get the electricity reconnected at (address supplied)”
“When do you want it connected madam?”
     “I need it on by Monday as I have a contractor arriving to do some work then”
“Oh, that will not be possible madam!”

Distressed, I manage “What do you mean?  It was only disconnected yesterday when the tenant left”

“It is not possible.”

My heart rate and breathing speed up.  I begin to feel frustrated and fearful that my needs will not be met. “But surely it’s only administrative.  The electricity was on till the day before yesterday!  I was there, I used it!”

“No madam.  It is not possible” 

My blood is beginning to boil now as frustration turns to fury.  Who is this person to tell me that I can’t have what I want?  “Let me speak to your supervisor”, I stammer.

What seems like 20 minutes passes when finally “Hi this is Luke, how can I help you?”

“I need the electricity connected by Monday and have been told it’s not possible”, I bark.

“Let me see what I can do.  What is the address of the property?” his tone indicates a desire to help and I feel an immediate physical response as my heart rate begins to return to normal.  I repeat the details in a calmer fashion and am put on hold for a couple of minutes.
Luke is back, bright and chatty, “You are in luck.  Usually we need two working days notice, but in that area we should be able to get it on on Monday.  It will probably not be in the morning, but I have placed it in the work queue so your request is received first thing Monday morning.  It should go on in the afternoon, and we can guarantee it will definitely be on by Tuesday morning”.

Relief; gratitude; I can get what I want.  I will be able to meet my commitments.  Phew, the ride on the emotional roller coaster is complete - from business as usual to distress, frustration, fury and finally resolution.

Why was it necessary for this call to escalate at all?  What were the costs of having two operators deal with my standard request?  And what was the potential cost if I had not spoken with a Supervisor?  

It was not the protocol of requiring two working days notice which upset me, although this is a bit frustrating.  It was the blatant lack of care for my situation by the first Customer Service Agent I spoke to.  His inept communication of the company policy caused us both discomfort, extra time, and very nearly lost them a customer!  

Editor’s note – Acquisition and retention of customers, maintaining customer satisfaction and building market share is critical to business survival in the competitive market of contact centres.

Service Agents and Leaders are key to business success; they deal with the human emotion of customers every day and have the potential to either make or break an organisation’s business reputation and survival.

People Matrix Group offers a range of service, sales and leadership development workshops designed to improve capability and performance especially where staff beliefs and behaviours are impeding service levels and customer satisfaction.

These workshops include:

  • Exceptional Service
  • Convert Complaints
  • Relationship Selling
  • Achieve Business Success
  • Lead and Motivate People

To find out more about how these workshops accelerate staff performance, contact us on 03 9500 2050.


We would love to hear your stories, and to publish the best ones in this section.  Please send them to thepmgconnect@peoplematrixgroup.com and let us know if you wish to remain anonymous.

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